System Solutions Professional III

About the Role

Join one of the world's most admired imaging companies as a member of our Technical Support Center (TSC). This is an opportunity to leverage your software expertise and provide premier technical support in a dynamic environment. In the role of Systems Solutions Professional III, you will serve as a high‑level technical resource, delivering advanced phone‑ and web‑based support to Canon Independent Dealers and Canon Solutions Group (CSG) technicians, focusing on resolving complex software application challenges and ensuring seamless network connectivity integration.

Availability:
Must be able to work the 11:00 AM – 7:00 PM ET shift.

Locations:
Melville, NY;
Itasca, IL;
Burlington, NJ.

This full‑time position offers a hybrid work schedule requiring you to be in the office Monday, Tuesday, and Wednesday, with an option to work from home the remainder of the week (unless a specific business need arises requiring in‑office attendance on other days).

• Advanced Software & Network Support
  :
  Provide 2nd‑level phone and web‑based support to certified Canon resellers, diagnosing complex software application and network environment configuration issues that impact product performance and integration.
• Expert Application & Utility Troubleshooting
  :
  Serve as a subject‑matter expert for Canon's software suite, including uniFLOW, Therefore, and PRISMA, and provide support for specialized utilities and cloud‑based services to ensure seamless digital workflows.
• Diagnostic Excellence
  :
  Recommend solutions using technical expertise, reference data, and remote troubleshooting sessions to resolve high‑level software conflicts and configuration errors.
• Lab Environment & Simulation
  :
  Utilize an "OPEN" pre‑escalation framework to duplicate, re‑create, or set up customer environments, enabling the capture of critical data, assessment of specific software behaviors, and validation of fixes.
• CRM & Case Management
  :
  Document all technical interactions in Service Now to ensure professional follow‑up, case continuity, and timely resolution of dealer inquiries.
• Digital Content Creation
  :
  Author and produce short "How To" videos for the eSupport library to empower field engineers and technicians to resolve complex software tasks independently.
• Knowledge Leadership
  :
  Actively contribute to and maintain the internal and external Knowledge Base, sharing technical insights and best practices to improve support efficiency.
• Hardware Integration
  :
  While this role is software‑centric, a foundational knowledge of Canon engine hardware is a significant plus to assist in troubleshooting.

• Education & Experience
  :
  Bachelor's degree in a technical field preferred, or equivalent professional experience plus 2–4 years of related experience.
• Canon‑Specific Experience
  :
  Preference will be given to candidates with experience in Canon systems and software support.
• Software Expertise
  :
  Strong background in supporting software applications and cloud services; experience with uniFLOW and PRISMA is a major plus.
• Networking Knowledge
  :
  Solid understanding of network protocols, connectivity troubleshooting, and software‑to‑device integration.
• Problem Solving
  :
  Advanced ability to diagnose complex technical issues using remote tools and lab simulations.
• Communication
  :
  Strong verbal and written skills.
• Hardware Knowledge
  :
  Foundational knowledge of Canon hardware engines is a plus.

Compensation
:
Anticipated hourly rate: $27.88 – $41.75.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. You must be legally authorized to work in the United States; the Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.